Insider Spotlight:
As customer expectations for speed and service quality rise, AI is emerging as a key enabler for telcos to scale without compromising personalization. Globe Business is leading this transformation in the Philippines.
Driving efficiency with AI
The enterprise arm of Globe Telecom adopted Salesforce’s Service Cloud, Sales Cloud, and Einstein for Service to automate and optimize customer service workflows. With AI triaging and routing incoming customer emails, support teams can resolve issues faster and more accurately.
Following deployment, Globe Business reduced duplicate customer support tickets by 28 percent, while 80 percent of cases are now accurately classified by customer intent. This has significantly lowered the manual workload for technical support teams.
Empowering employees with data
Globe Business also piloted Agentforce, Salesforce’s agentic layer, to give sales teams instant access to critical customer data. This allows frontline employees to anticipate needs and deliver personalized recommendations during client interactions.
“Salesforce has become a pivotal part of our customer experience strategy, enabling our teams to move beyond manual tasks and focus on truly understanding and connecting with our customers,” said KD Dizon, head of Globe Business, in a press release dated Oct.8, 2025.
Zoom out
The collaboration positions Globe Business as an industry leader in AI-driven service delivery.
“Customer expectations in the telecommunications industry have never been higher... Globe Business is leading the charge in the Philippines by embracing AI as a core driver of its transformation journey,” said Abraham Cuevas, regional vice president and country manager, Salesforce Philippines. —Vanessa Hidalgo | Ed: Corrie S. Narisma
